Support

How can we help you today?

Our support is easily reached through an online portal which is available for you 24/7. During office hours, you can also reach our support by phone.

I am a Rillion customer or partner

This is how our customers rate our support service

After every support case we send out a short survey. In the chart below you find the results from past month – data from Rillion’s customers and users world-wide. Results are updated first working day every month.

93.1%

Positive rating

3.2%

Neutral rating

3.7%

Negative rating

Support @ Rillion

We are ready to help

We know that assistance when you need it is a top priority. Which is why we have invested in our Support and Service team. With an average tenure of 6 years we have a knowledgeable and committed staff who will help you when you need it most.

Global support function with local contact center

Our support is staffed with system specialists who have significant experience working with Rillion and a wide range of ERPs. We have a global support organization with local teams, which means that your contact with the support staff takes place in your own time zone. We support English and all Nordic languages.

Support and development work closely together

Our R&D and Engineering team is globally based with a core group residing in the Nordics. This diverse background allows us to optimize our software development by market, segment and industry.

How does it work for customers and users?

All new Rillion customers get training on how to use their AP solution in the best way. A standard training is included for all new customers as part of the on-boarding, and extra training hours can be purchased.

In general, 2-3 Admins with Support Permissions from the customer organization participates in the training. After the onboarding, they will cover internal user support (first line support).

Rillion’s support team covers the second line support, i.e. questions from the trained Admins of each customer. Rillion also possess resources for 3rd and 4th line support inhouse, i.e. software specialists and developers, in case that’s required.

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FAQs

Frequently asked questions

Is support included in the software investment?

Yes, Support is included. Customers may choose their level of support. Enhanced support options are available at an additional charge.

How do I get in touch with Rillion’s support?

We offer support by a Ticketing System. As a Rillion customer you will be asked to register a ticket in our online support portal or send an email, depending on which Rillion solution you use and/or which geographic area you work from. During office hours you can also reach out to our local support teams (USA, Sweden, Finland) by phone. See contact details

How do I get access to the support portal?

As a new customer, 2-3 persons from the customer organization will receive training from our Professional Services teams. When the training is completed, these persons, “Rillion Admins with Support Permissions”, will get personal user accounts to our support portal. In the event that you change Admin with Support Permissions, an existing Admin can request an addition or subtraction of permissions.

I am using Rillion via my accounting agency. How can I get support?

Please contact your accounting agency. In case they cannot solve your problem, they can reach out to Rillion’s 2nd and 3rd line support.

I am here as a Customer or Partner

Would you like to get in touch with our Support?

The easiest way reach out to our support is by registering a ticket in our online support portal – which is available 24/7.
You need a username and password to log in.
 

Rillion One

In case you have problems logging in to the portal and/or have forgotten your user account id, you are welcome to email the support team:

Please register your support ticket by sending an email: onesupport@rillion.com

You can also call your local support team, open Monday-Friday, local office hours.

North America: +1 773 887 6100
Scandinavia/EMEA: +46 10 198 97 00

Rillion Prime

In case you have problems logging in to the portal and/or have forgotten your user account id, you are welcome to call your local support team:

Phone support open Monday-Friday, local office hours.

North America: +1 773 887 6100
Scandinavia/EMEA: +46 10 198 97 00
Finland: +358 942734800

Read this before you register your support ticket

Note the invoice number and supplier and which company the problem is related to. Please describe:

  • What is happening?
  • What did you want to have happen?
  • Please include screen shots and brief description of what you are trying to do
  • Has the invoice entered the financial system?
  • Is there any information / error message?
  • Take a screenshot of an error message and email it to us
  • Do you have other questions?

To be prepared for remote support, please download TeamViewer from below links:

Do you have other questions or thoughts in mind?

Sales and contract related questions

  • Would you like to add features to your existing Rillion solution?
  • Do you need to increase your current license/subscription?
  • Do you have a question regarding your current agreement with Rillion?

Then please get in touch by e-mail:
Sales Operations salesoperations@rillion.com